Job Purpose:
Oversee the warranty and recall processes to ensure the highest quality standards, guaranteeing customer satisfaction and maximizing departmental profitability.

Key Results Areas / Deliverables and Key Activities:

Recall Supervision

• Oversee the recording, verification, and processing of claim information in compliance with manufacturer warranty procedures.
• Monitor manufacturer recall and enhancement programs, ensuring compliance with warranty audit requirements.
• Investigate and resolve unsettled or short-paid claims, implementing necessary corrective actions.
• Maintain accurate records and controls for parts returns and inspections.
• Manage the warranty system to minimize financial losses.
• Reconcile warranty receivables and coordinate with the accounting department to ensure timely payments.
• Ensure all warranty jobs adhere to manufacturer warranty policies.

Activities

• Collaborate with the Parts department to secure required warranty and recall parts.
• Work with Service Advisors to achieve recall targets.
• Coordinate with the Warranty Administrator to secure manufacturer approval for warranty repairs.
• Maintain all service and customer records in line with manufacturer requirements.

Delivery

• Ensure warranty repair processes meet dealership standards and report improvement areas to the workshop manager.
• Strive to maintain high levels of customer satisfaction for warranty-related services.
• Ensure proper charges are applied to goodwill claims.
• Guide the Warranty Administrator in resubmitting corrected claims for approval.
• Monitor and prepare warranty reports for submission to management.

Support

• Distribute updated warranty information and repair guidelines for new vehicles.
• Share technical information, TSBs, and recall updates with technicians.
• Liaise with the Dealer Operations Manager to explain undertaken work and assist manufacturers’ warranty auditors during dealership record reviews.

Management

• Lead and motivate employees to foster teamwork and maximize productivity.
• Share expertise and provide guidance to the technical team to enhance their skills.
• Contribute to staff appraisals, identifying areas for improvement to meet team objectives.
• Ensure all technicians receive necessary training as per the division’s standards.
• Familiarize new technicians with work expectations, equipment usage, and procedures.
• Mentor technicians to improve job performance and efficiency.

Ad Hoc Activities

• Undertake additional tasks as directed by management within the division’s scope.
• Fulfill requests promptly and effectively to ensure stakeholder satisfaction.
• Support teammates with problem-solving while managing personal tasks effectively.
• Perform any other assignments beyond the outlined responsibilities as required by the division management.

Skills and Qualifications:

Education:

• Engineering Graduate.
• Training & Certificates in accordance with dealer standards.

Experience:

• 5 years of relevant experience in the automobile industry.

Competencies:

• Strong technical knowledge.
• Ability to maintain positive relationships with staff.
• Proficient communication skills in English.
• Keen attention to detail.
• Excellent customer service skills.
• Capable of logging and passing information efficiently.
• Strong interpersonal skills.
• Professional appearance with good personal hygiene.